Concentra Solutions Specialist I
About The Position
Concentra’s Solutions Specialist I provides first-level technical assessment, support, and resolution for Concentra colleagues contacting the 24x7x365 Solution Center by phone, chat, self-service ticket, or email. The role addresses hardware, software, access, connectivity, and workflow issues, aiming to resolve issues on first contact while delivering professional, customer-focused service. Issues that cannot be resolved initially are documented and escalated to the appropriate support tier. The specialist uses approved troubleshooting tools, documented procedures, remote-control tools, and IT service management tickets to investigate and manage requests. The role also includes guiding colleagues through problem-solving and workflow training, contributing to the knowledgebase and procedures, collaborating with the Solution Center team, and protecting sensitive information in accordance with HIPAA and company security policies. The position requires flexibility to work an assigned shift that may include overnight hours, weekends, and holidays. It is hybrid-eligible based on performance and tenure, but onsite work is required during training and for at least the first six months after training. If later permitted to work from home, the employee must have a quiet, private workspace and high-speed internet; office attendance or another secure work location may be required when remote work is not possible or business needs change.
Requirements
- High school diploma or GED; experience in lieu of required education is acceptable.
- At least 2 years of customer service experience.
- At least 1 year of proven performance in a call center or IT support role, such as desktop support, field services, or Geek Squad.
- At least 1 year of experience troubleshooting laptop and desktop hardware, including Dell, HP, Lenovo, Mac, or equivalent devices.
- At least 1 year of experience troubleshooting Microsoft Windows operating systems.
- At least 1 year of experience troubleshooting Microsoft Office suite software, such as Outlook and O365.
- At least 1 year of experience troubleshooting peripherals such as printers, scanners, kiosks, and label printers.
- At least 1 year of experience troubleshooting software issues, including enterprise applications and healthcare systems such as Citrix, Active Directory, and healthcare applications.
- At least 1 year of experience troubleshooting access issues such as password resets, account unlocks, and security role verification.
- At least 1 year of experience troubleshooting LAN, Wi-Fi, VPN, or other connectivity issues.
- Training or working knowledge of troubleshooting Android and iOS phones and tablets.
- Strong customer service, written communication, verbal communication, interpersonal, listening, and attention-to-detail skills.
- Ability to prioritize and multitask in a dynamic, fast-paced environment and adapt to changing business priorities.
- Ability to remain calm and professional in stressful situations.
- Ability to learn new hardware, software, and technical processes quickly.
- Problem-solving ability, logical and analytical thinking, and sound judgment in identifying facts, exploring alternatives, and proposing solutions.
- Ability to handle sensitive and confidential information, including HIPAA and PHI, in accordance with applicable laws and company policies.
- Ability to work with minimal direction, maintain a sense of urgency, and demonstrate initiative and flexibility.
- Excellent time-management and organizational skills.
- Flexible availability to work assigned night, weekend, and/or holiday shifts.
Responsibilities
- Troubleshoot and resolve colleagues’ hardware, software, access, network/VPN connectivity, and workflow issues using approved tools and documented procedures.
- Analyze issues using qualifying and probing questions by phone or chat, and use remote-control tools to identify root causes and pursue first-contact resolution.
- Guide end users through problem-solving and workflow training.
- Create, update, and close IT service management tickets, documenting issues and troubleshooting steps thoroughly and meeting ticket quality and update standards.
- Provide professional, customer-centric service and maintain composure and productivity in high-pressure situations.
- Identify and escalate critical and urgent incidents according to escalation protocols.
- Resolve issues using standard practices, procedures, troubleshooting tools, and workflow processes.
- Contribute to maintaining and developing the knowledgebase and Solution Center procedures to support continuous improvement and first-contact resolution.
- Collaborate with Solution Center colleagues and participate in team meetings.
- Work efficiently and reliably with minimal supervision in varying environments.
- Review team and corporate communications distributed through email, Zoom, or other channels.
- Follow HIPAA, security, and other company policies to protect data integrity and confidential information.
- Complete ad hoc projects and assist with corporate initiatives as directed or requested.
- Support Concentra’s mission and direction, collaborate with colleagues, and promote a positive workplace.
Benefits
- 401(k) retirement plan with employer match
- Medical, vision, prescription, telehealth, and dental plans
- Life and disability insurance
- Paid time off
- Colleague referral bonus program
- Tuition reimbursement
- Commuter benefits
- Dependent care spending account
- Employee discounts
- Reasonable accommodations for applicants and employees with disabilities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
